FASHIONPHILE is revolutionizing the ultra-luxury fashion experience to create a sustainable alternative. We value diversity in our people, perspectives, and products. As a Senior Manager, Client Concierge, you will lead the strategic planning and daily operations of the contact center to ensure an exceptional, luxury client experience.
Requirements
- 4-6 years as a call center manager or similar position
- 10+ years in customer service and/or account management
- 1+ years of basic financial analysis; budgeting, scheduling, and report creation
- 2+ years in an e-commerce environment
- 2+ years managing complex systems including system optimization
- Excellent interpersonal, problem-solving, verbal and written communication, and conflict resolution skills
- Strong coaching and leadership skills, ability to motivate employees
- Passionate about customer service with the ability to stay calm in stressful situations and lead through change
- Knowledge of performance evaluation and customer service metrics including reporting and budgeting procedures
- Experience with workforce management tools and processes, including forecasting, scheduling, and capacity planning for contact centers a plus
- Experience implementing IVR menu updates, AI automation, and self-service strategies
Benefits
- Medical, Dental and Vision Coverage
- FSA options for Medical, Dependent Care & Commuter Benefits
- Paid Time off, Paid Sick Time, and Paid Holidays
- 401(k) with generous match program
- Free Life Insurance and AD&D
- Long Term Disability Insurance
- Employee Discount